Customer Support Specialist

This role is a senior technical professional responsible for delivering advanced software and system support for next‑generation telecom and cloud-native solutions. The position requires deep domain expertise in GPON, cloud, Kubernetes-based microservices, and Nokia FN products, combined with strong analytical, troubleshooting, and customer-facing skills. The role also provides technical leadership, mentoring, and ensures SLA-driven service excellence across global customer environments.

• Act as a senior technical expert to troubleshoot, diagnose, and resolve complex software, cloud, and network-related issues within committed SLAs and KPIs.
• Provide working leadership and mentorship to less experienced engineers, contributing to skill development and technical excellence within the team.
• Collaborate effectively in virtual and cross-functional global teams, including Tier‑2/Tier‑3 support and third‑party vendors, to drive timely issue resolution.
• Ensure end-to-end customer satisfaction by managing day-to-day technical interactions, maintaining accurate case updates, and building strong customer relationships.
• Apply advanced analytical and problem-solving skills to address non-routine and critical issues, often requiring new perspectives and innovative solutions.
• Develop, maintain, and reuse complex knowledge management articles to improve operational efficiency and first-time resolution rates.
• Support service delivery teams and act as a Certified Emergency Engineer when required, contributing to emergency rotas and restoring service during major incidents.
• Continuously improve support processes, tools, and documentation while ensuring self-development aligned with evolving Nokia FN portfolios and new technology releases.

You Have:

• Strong hands-on expertise in cloud technologies and platforms such as AWS, Azure, GKE, RedHat, and Rancher, with solid Kubernetes and Docker/containerd knowledge.
• Advanced understanding of cloud-native and microservices-based architectures, including infra-level microservices and container orchestration.
• Proficiency in programming and scripting languages such as Python, Java, JavaScript, and FTL, with strong Linux system knowledge.
• In-depth experience with CI/CD pipelines, Agile and SCRUM methodologies in large-scale software environments.
• Strong domain knowledge in GPON and next-generation telecom technologies, including Netconf/YANG and MQTT/USP protocols.
• Exposure to open-source components and middleware such as Keycloak, Elasticsearch (Index Search), RabbitMQ, and Kafka.
• Excellent troubleshooting, analytical, and problem-solving skills with the ability to handle complex customer-impacting scenarios.
• Strong communication skills with a team-player mindset, capable of working across global time zones and engaging professionally with customers and stakeholders.